Service Desk Team Lead

GET STAFFED ONLINE RECRUITMENT LIMITED; Ringwood; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

A recruitment company is seeking a Service Desk Team Lead in Ringwood to manage incidents and a team of technicians, delivering excellent customer service. Applicants should have ITIL experience and at least 12 months in a similar role. The position includes benefits like company profit sharing and a hybrid work model.

Benefits

Company Profit Share

22 days annual leave plus bank holidays

Additional paid leave

Company sick pay policy

Pension Scheme

Private Medical Insurance

Free Parking

Progression opportunities

Fresh fruit and occasional pizza

Qualifications

• At least 12 months’ experience in a similar role.
• Experience managing people, including day-to-day management.

Responsibilities

• Manage the incident and request lifecycle.
• Assist with operational Service Desk cover during busy periods.
• Identify and report escalations and major incidents.
• Monitor and report service desk activity.
• Feed in new and innovative ideas.
• Manage a team of Service Desk Technicians.

Skills

ITIL v3/v4 best practice

Excellent time management

Helpful and approachable attitude

Accountability and responsibility

Experience in IT customer service

Job description

Service Desk Team Lead

Location: Ringwood, Hampshire

Salary: £26k – £28k DOE + Benefits + Company Profit Share

Hours: 37.5 hours per week

The Role:

• Our client is looking for a Service Desk Team Lead to help them deliver outstanding service to their customers.
• You will be managing the incident and request lifecycle.
• Assist with operational Service Desk cover during busy periods.
• Identifying and reporting escalations and major incidents.
• Monitoring and reporting of service desk activity.
• Feeding in new and innovative ideas.
• Managing a team of Service Desk Technicians.

Skills & Experience

To succeed in this role, you will need knowledge of utilising ITIL v3/v4 best practice as well as experience within an IT customer service environment.

You will also demonstrate:

• Accountability and responsibility for your workload.
• Helpful and approachable attitude.
• Excellent time management skills.
• You will have at least 12 months’ experience in a similar role.
• Ideally you will have had at least 12 months’ experience managing people, including day to day management e.g. absences, holidays, performance reviews.

This role is subject to a clear standard DBS check being received.

The Package:

• Company Profit Share (first £3,600 is tax free)
• 22 days annual leave plus bank holidays, increasing with length of service
• Birthday as additional paid leave
• Additional paid leave (dependent on company performance)
• Company sick pay policy
• Pension Scheme
• Private Medical Insurance including dental
• Free Parking
• Hybrid Working
• Progression opportunities
• Fresh fruit, the occasional pizza and a posh coffee machine!

Our Client

Our client has been a specialist IT Infrastructure and Support Services provider for over 25 years.

They are an Employee Ownership Trust, a growing company. They are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024.

Their core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy.

They encourage progression within themselves for their colleagues, offering opportunities in other teams and departments.

Join their friendly company, where a great team and a positive culture await you.